Public service? What a quaint idea! In our free market and accountant driven world, we need to remember that although we are called "customers". we are never right. We are there to spend and to expect no more than someone who is employed to take our money. feeling staff and customers feel valued might divert resources from those who really count - vis directors and shareholders. It was also so nice to see WH Smith make such an effort to smarten up the branch ready for its new role.